Patient Account Representative

All of us, for each of you, every time.

Together, serving as the trusted regional healthcare partner.

The Samaritan Business Office is seeking a Patient Accountant Representative to join their team! In this role, you will be responsible for performing several functions related to patient healthcare accounts and due dates for payments of services rendered. A successful candidate brings an understanding of customer account management and experience in processing claims, collecting payments, assisting with repayment terms and resolves questions about the account. Patient Account Representatives are the primary source of information for patients answering questions and guiding through issues on their account(s) while working to assure a zero balance is obtained in a timely manner.

SPECIFIC ACCOUNTABILITIES:

1. Completes daily electronic billing file and submits insurance claims to third-party payers.
2. Reviews, evaluates, and forwards paper claims to payers that do not accept electronic claims or that require special handling.
3. Documents billing activity on the patient account; ensures compliance with all applicable billing regulations and reports any suspected compliance issues to departmental leadership.
4. Answers multi-line phone quickly and courteously, answer patients/guarantors concerns/questions with regards to billing, payments, and adjustments. Transfer calls to other department personnel as appropriate.
5. Follows best practice to ensure timely follow-up on all accounts and verifies accurate reimbursement from payers.
6. Communicates directly with payers to follow up on outstanding claims and resolve payment variances, responds to payer inquires and concerns (i.e. “correspondence”), and works to develop and maintain positive relationships with payers.
7. Uses correct billing codes to ensure proper claim processing. Based on payer error reports, makes appropriate corrections to optimize the electronic and/or paper claims submission process.
8. Practices excellent customer service skills by answering patient and third-party payer questions and/or addressing billing concerns in a timely and professional manner.
9. Researches denials, correct and resubmit in a timely manner. Assists with formulating written appeals.
10. Assists with review and resolution of credit balances.
11. Maintains superior understanding of claims management, third-party payer guidelines, state and federal regulations, and all other functions of the job.
12. Assures accurate application of payments received and timely processing of refunds.
13. Follows department’s documentation policy to ensure necessary information is documented in the patient’s account. Uses canned and smart text as appropriate.
14. Maintains working knowledge of rules and regulations regarding patient status such as Medicare Secondary Payer, Advance Beneficiary Notices, and Important Message from Medicare, Notice of Privacy Practices, Patient Rights, Advance Directives and EMTALA.
15. Maintains professional growth and development through seminars, workshops and professional affiliations to keep abreast of latest trends in field of expertise.
16. Ensures no injuries to self or others by following safe work practices and policies. This includes, but is not limited to: security and safety, understanding of MSDS, equipment, infection control, fire, disaster, safe lifting and body mechanics.
17. Ensures self-compliance with organization policies and procedures, as well as labor agreements.
18. Ensures the interface with team members and other support groups is conducted in a courteous and efficient manner conducive with the organization’s values.
19. Conducts self in a professional manner and ensures personal appearance meets the standards necessary to perform the job function while representing the organization.
20. Ensures that additional accountabilities, as may be required by management, be handled in a manner necessary to meet organizational standards.

POSITION QUALIFICATIONS:

1. High school diploma or equivalent.
2. Demonstrated knowledge and experience with third party payer guidelines, reimbursement, follow-up, and collections.
3. Demonstrated knowledge of claims review and analysis; ICD-10, CPT, and HCPCS coding; and medical terminology.
4. 1-2 years of customer service and/or business office experience preferred, ideally in medical setting.
5. Minimum one-year of successful, relevant experience in Hospital or Clinic billing.
6. Bilingual preferred.
7. Basic Life Support Heartsaver (HS) level to be completed within three (3) months of hire.

COMPETENCIES:

1. Demonstrates competency on equipment listed on department specific checklist.
2. Critical thinking skills: Seeks resources for direction, when necessary. Performs independent problem solving. Decision-making is logical and deliberate.
3. Performs actions that demonstrate accountability. Exercises safe judgment in decision-making. Practices within legal and ethical guidelines.
4. Demonstrates competency in ability to care for customers/patients across the age continuum.

This a full-time remote position working Monday-Friday from 8:30am - 5:00pm.